Customer Support Representative - escalations (remote)

Rivermark Hollow Hospitality runs guest-focused properties across the Honolulu area. We are hiring a Customer Support Representative to take on escalations. Promotion from within is common. What you will do • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including group events, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with group events. Working arrangement • Full-time, on a regular day shift. • Fully remote, with a monthly team day in Honolulu. • We will tell you what to expect at each step of the hiring process.